Senior Officer - Service and Device Operations

3; Jakarta Selatan; On-site; IDR 120.000.000 - 180.000.000; Full time

Job summary

A leading telecommunications company in Jakarta is looking for a professional to manage end-to-end Service & Device operations. The role involves ensuring a seamless customer experience across devices, performing technical device testing, and monitoring device performance metrics. Candidates should have a bachelor's degree in Telecommunication Engineering and at least 5 years of experience in network operations. Strong communication and analytical skills are essential. This role offers opportunities to work closely with OEMs and use advanced business intelligence tools.

Qualifications

• Minimum bachelor's degree in Telecommunication Engineering or IT Engineering.
• 5 years of experience in Core/RAN Performance or CORE/RAN Network Operation.

Responsibilities

• Manage end-to-end Service & Device operations for reliable customer experience.
• Perform device testing across B2C & FWA devices.
• Monitor device-level performance metrics such as VoLTE success and drop rate.
• Analyze field issues and provide monthly device health summaries.

Skills

Excellence Communication Skills

Basic Knowledge in End-to-End of Telecommunication Domain

Basic Understanding of Customer Experience Management

Technical knowledge in RAN, Core and other domains

Data Analytics knowledge

Hands-on with Business Intelligence Tools

Experience with OEMs/chipset partners

Education

Bachelor’s degree in Telecommunication Engineering or IT Engineering

Tools

Tableau

Power BI

Job description

Overview

Manage end-to-end Service & Device operations—including testing, escalation handling, performance analysis, issue tracking, and partner coordination—to ensure seamless and reliable customer experience across smartphones, FWA devices, CPEs, and other connected devices.

DEVICE OPERATIONS (Technical Execution)

• Perform device testing all cover B2C & FWA (smartphone, FWA/CPE, router).
• Validate New firmware/software updates and patches Including Pre Test
• Conduct SIM & eSIM testing and provisioning checks.
• Troubleshoot UE specific device related network issues (VoLTE, 5G, CA, IMS, USSD etc).
• Ensure device compatibility (bands, VoLTE/NR capability, IMEI/TAC).
• Maintain technical relationship with OEMs (Samsung, Xiaomi, Apple, etc.).
• Create Technical Escalation and Follow up related to Device Related Problem including Case Reproduction & Logs.
• Align and Regular Update for Technical Network Parameter - VoLTE/5G/IMS/ Band Combo or another configuration with OEM.
• Validate new device launches & firmware roadmaps.

ANALYSIS & PROACTIVE MONITORING

• Monitor device-level performance (VoLTE success, NR attach, throughput, drop rate).
• Analyze field issues: RRC failure, VoLTE/IMS issue, NR SA capability gaps.
• Provide monthly device health summary to technology & commercial teams.

Qualification

Minimum bachelor’s degree in Telecommunication Engineering or IT Engineering.

Related Experience

5 years of experience in Core/RAN Performance or CORE/RAN Network Operation.

Skills

• Excellence Communication Skills.
• Basic Knowledge in End-to-End of Telecommunication Domain.
• Basic Understanding of Customer Experience Management.
• Have technical knowledge in RAN, Core and other domains / surrounding components (e.g. IMS, Radio, Interface & Signaling).
• Having Data Analytics knowledge (statistical analysis, statistical tools, methods/processes to analyze data, data correlation).
• Hands-on with Business Intelligence Tools (e.g. Tableau, Power BI & etc.)
• Relevant professional certifications (e.g., 5G/IMS/RAN/device testing certifications) are an advantage.
• Experience working with OEMs/chipset partners is highly preferred.